Briana Smith
Summary
Knowledgeable and dedicated customer service professional. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Skilled in client relationship management, problem-solving, and driving customer satisfaction. Strong focus on team collaboration and delivering impactful results. Adaptable, reliable, and skilled in communication and conflict resolution.
Overview
8
8
years of professional experience
Work History
Internal Escalations/Senior Customer Operations
Uber/Uber Freight
05.2022 - Current
- Transformed strategy into standard practice with measurable KPIs.
- Led projects and implementations of internal processes, methodologies and tools to improve business performance.
- Trained new employees on proper protocols and customer service standards.
- Investigated and resolved customer inquiries and complaints quickly.
- Conducted regular account reviews to assess client status, identify opportunities, and ensure continued success.
- Served as a subject matter expert for both internal teams and clients, providing guidance and clarification when needed.
Enterprise Business Development Representative
Upwork
06.2021 - 05.2022
- Developed business pipeline using cold and warm techniques.
- Expanded business through effective network development, identifying new and prospective clients.
- Negotiated, prepared and signed contracts with clients.
- Collaborated with account executives to penetrate new accounts, identify potential customers and coordinate product demonstrations.
Inside Sales Representative
DemandDrive
08.2020 - 06.2021
- Answered customers' questions regarding products, prices and availability.
- Managed friendly and professional customer interactions.
- Maintained up-to-date knowledge of available products to best serve customers and maximize sales potential.
- Determined needs, delivered solutions and overcame objections through consultative selling skills.
- Developed strategic relationships with existing customers by learning preferences and managing regular communications.
Merchant Development Representative/Account Manager
Groupon
10.2019 - 05.2020
- Engaged in full cycle onboarding for new and current businesses
- Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms.
- Addressed problems with accounting, billing and service delivery to maintain and enhance client satisfaction.
- Oversaw new business development and customer servicing.
- Contributed to annual revenue goals by selling new services and developing new accounts.
Account Coordinator/ Business Development Representative
QuadExpress
08.2017 - 10.2019
- Responsible for maintaining 30+ accounts grossing $500,000 in revenue through an extensive network of business relationships based on ability to meet client needs, and close profitable sales
- Managed preparation and setup for outbound daily calls and other pursuit strategies.
- Negotiated prices, terms of sales and service agreements.
- Met company standards pertaining to quantity and quality of work performed on continual basis, performing tasks in compliance with company policies and procedures.
Education
Bachelor of Arts - Corporate Communication
Northern Illinois University
DeKalb, IL05.2017
Associate of Arts - General Studies
Kishwaukee College
Malta, IL05.2015
Skills
- Sales Negotiation
- Complex Problem Solving
- Passion for Sales & Product Knowledge
- Active Listening
- Strategic Prospecting & Lead Generation
- Google Suite
- Account Acquisition
- Time Management
- Product and Service Sales
- Data Entry
- B2B Sales
- Carrier Relationships
- Prospecting and Cold Calling
- Cross-Functional Communication
Timeline
Internal Escalations/Senior Customer Operations
Uber/Uber Freight
05.2022 - Current
Enterprise Business Development Representative
Upwork
06.2021 - 05.2022
Inside Sales Representative
DemandDrive
08.2020 - 06.2021
Merchant Development Representative/Account Manager
Groupon
10.2019 - 05.2020
Account Coordinator/ Business Development Representative
QuadExpress
08.2017 - 10.2019
Bachelor of Arts - Corporate Communication
Northern Illinois University
Associate of Arts - General Studies
Kishwaukee College
Similar Profiles
Tracy WardTracy Ward
Transportation Logistics at Uber FreightTransportation Logistics at Uber Freight
Kaitlyn RyskeKaitlyn Ryske
Team Lead at Uber FreightTeam Lead at Uber Freight
Roland MirandaRoland Miranda
Senior Account Manager at Uber FreightSenior Account Manager at Uber Freight